Feature List

SiteHelpDesk

SiteHDskIT

SiteWebDsk

Call Logging

End User Call logging from their browser

Customer Call logging (authenticated)

Email Call Logging

Telephone / Operator Call logging

Rapid generation of repetitive calls

Call Templates (single or multiple calls)

Instant Call id notification when logging Call

Email notification of Call Id (from button)

End User Self Help (all/part optional)

FAQ’s

Links to Internet/Intranet documents

Call history Status Enquiry

Scripting based on Call Type

Currently Open / duplicate Call Check

Whiteboard message display

Add File Attachments

Hardware Inventory Enquiry

Loans / Library Enquiry

Close Call / Resolution text entry

Call Open - Assignments

Auto assign to Operators by Call Type (optional)

Manually Assign Calls to Operator or Team

Auto Email notification to Operators (optional)

Call Type - Problems/Incidents/Configurations

SLA Category – Definable Priority/Severity

End User Department

End User Location

Hardware associated to Call (optional)

End User Telephone number overwrite

Customer Contact

Scripting prompts for additional information

Summary and Problem text entry